I am able to send email alert when case is closed.
But the email alert NOT showing in email messages at case related list:
The email when case closed is marked as 'CASE CLOSED' in email subject:
Basically I want to add email alert when case is closed and send an email to customer that their case has been closed and add the email outbound in case email messages related list.
So, when the customer reply back to a closed email case, the email will be sent back to its related case as inbound email message (customer reply to an 'email-to-case' address)
How to send email alert that act as an outbound email message in case?
Best Answer
You have to add Case Thread Id field in the Subject line of the Email Template.
Once you've added this in the subject line (Close Email Template) it will basically pasre the ref Id in the subject line and it will attach that email to your case.